Proceedings of the 1st International Conference on Law, Social Science, Economics, and Education, ICLSSEE 2021, March 6th 2021, Jakarta, Indonesia

Research Article

Public Services User Satisfaction: An Application to Product of Government-Entity Business Project in West Java, Indonesia

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  • @INPROCEEDINGS{10.4108/eai.6-3-2021.2305966,
        author={Bihaki  Ridwan and Pratikso  Pratikso},
        title={Public Services User Satisfaction: An Application to Product of Government-Entity Business Project in West Java, Indonesia},
        proceedings={Proceedings of the 1st International Conference on Law, Social Science, Economics, and Education, ICLSSEE  2021, March 6th 2021, Jakarta, Indonesia},
        publisher={EAI},
        proceedings_a={ICLSSEE},
        year={2021},
        month={5},
        keywords={perceived service quality; perceived price; perceived value; satisfaction; institution reputation},
        doi={10.4108/eai.6-3-2021.2305966}
    }
    
  • Bihaki Ridwan
    Pratikso Pratikso
    Year: 2021
    Public Services User Satisfaction: An Application to Product of Government-Entity Business Project in West Java, Indonesia
    ICLSSEE
    EAI
    DOI: 10.4108/eai.6-3-2021.2305966
Bihaki Ridwan1,*, Pratikso Pratikso2
  • 1: UPTD Management of Roads and Bridges Service Area IV, Office of Highways and Spatial Planning, West Java Province, Indonesia
  • 2: Faculty of Engineering, Sultan Agung Islamic University Semarang, Indonesia
*Contact email: Bihaki.ridwan1120@gmail.com

Abstract

The purpose of this study was to determine the effect of perceived service quality, perceived price, and perceived value on institution reputation through user satisfaction as a mediating variable on the results of the government-business entity cooperation (PPP) construction project in West Java Province. This type of research is causal research or explanatory research. This study was conducted in communities in the cities of Tasikmalaya, Cirebon, Indramayu, Majalengka, and Kuningan, West Java Province in December-January 2021. The sample in this study were customers who used toll roads as a PPP project product in West Java Province. these are 115 respondents. Methods of data analysis using SEM-PLS. Based on the results of hypothesis testing, it was found that the research model consisting of: perceived service quality, user co-production, and perceived price has a positive and significant effect on user satisfaction with a determination coefficient of 0.795 or user satisfaction is influenced by perceived service quality, perceived price, and the perceived value is 79.5%.